Customer Service Team Lead – Cairo

About the role

The Customer Service Team Lead will oversee the daily performance of the customer service team in Cairo, ensuring high‑quality support across all channels. You will coordinate tasks, handle escalations, and work closely with branches and the e‑commerce department to resolve customer issues.

Key responsibilities

• Monitor and follow up on daily team performance.
• Assign daily tasks and ensure timely completion.
• Handle and resolve customer complaints related to branches.
• Manage e‑commerce order inquiries and complaints.
• Provide professional, timely responses to customers on all channels.
• Prepare regular reports on performance, complaints, and satisfaction.
• Guide, support, and train team members to improve service quality.
• Follow up on pending or escalated cases until resolution.
• Coordinate with branches, e‑commerce, and other departments to solve issues.
• Ensure adherence to company customer service policies and procedures.

Required profile

• Bachelor’s degree or equivalent qualification.
• Minimum 3 years of experience in customer service or a related field.
• Strong computer literacy.
• Very good command of English.
• Leadership and team‑management abilities.
• Excellent communication and problem‑solving skills.
• Ability to work under pressure and handle multiple tasks.

Required skills

• Microsoft Office
• Microsoft Excel